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Making Automated and Human Agents Great Together: See them in action at Dreamforce

This article was published on May 13, 2020

Drift and Audience, only 38 percent of customers actually want to talk to a human when engaging a brand. But, according to PwC, only 3 percent want their experiences to be as automated as possible. How do you walk the thin line between those two seemingly contradictory customer desires?

While the specifics of the answer are different for every company, AI and chatbots provide businesses with powerful tools to achieve the ideal service experience. Customers are becoming accustomed to the technology, and now, businesses need a flexible way to use them across channels and, at the same time, enable them to sense when a customer needs human assistance.

Vonage and new partner NeuraFlash, a leading AI, Gold Consulting and ISV Partner of Salesforce and expert in customer engagement automation, have a solution to this challenge. We’ve partnered to build an integration of Vonage APIs with Salesforce Chatbots leveraging Salesforce Einstein and Google DialogFlow. This integration allows brands to support both automation in customer engagement and voice escalation via NewVoiceMedia’s contact center solution to Salesforce Service Cloud powered agents. Customers can have back-and-forth conversations with a bot via voice, webchat, WhatsApp or other channels. The bot can then do what bots are good at – handling requests, retrieving information and delivering answers to frequently asked questions.

The real power here is that the bot is integrated with Einstein and Salesforce. The powerful dynamic routing capabilities of Vonage’s NewVoiceMedia contact center solution examine the associated customer record in Salesforce and data from the call, and automatically connect the caller to the agent whose skillset is the ideal match to customer’s needs. Not only do agents have the callers’ customer histories pop up onto their screens, but the contents of the conversation with the bot are visible, too. By sharing the customer’s story with the agent even before the agent picks up the phone, the handoff from bot to agent is smooth, and the agent is equipped to deliver a superior service experience.

This combination enables the strengths of both automated and human agents to shine, creating exceptional, personalized customer experiences.

Want to see it in action?

Come to our session during Dreamforce on Wednesday, Nov. 20 from 11:30 to 1:00 p.m. at the Vonage Hub at the Virgin Hotel, where experts from Vonage and NeuraFlash will showcase this brand-new offering.

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